Got a classic call from NOP on behalf of Autoglass last night. Would I mind answering a few questions about my recently replaced windscreen? Sure. On a scale of one to ten, would you rate you r experience as excellent, good…. STOP!!! I’m willing to give you my feedback but I’m not willing to answer bland questions – is there a free form comments box so you can write them in? No. If I just tell you can you record it? No, we just ask the questions we’re given. But how can I tell you what I thought of your service then? You cant, we can only ask you the questions. If I give you feedback about your process can you give it someone. No. Your supervisor? Well…
You get the jist. A dumb process that damages NOP and Autoglass’ brands and the experience of doing business with them, avoids learning anything useful and costs loads of money. If you recognise this process in your business and want to do something about it – get in touch
For the record my feedback would have been:
Replacement process was great, guy was friendly, paperwork all pre done – fab
Booking process interesting. Must have involved maybe a dozen calls as the call centre, Ashford and Tonbridge sorted out who did what, I cancelled one visit, they cancelled one. I could go into detail and give you the fixes if anyone at Autoglass is interested in my feedback?
